Mark Sharman, claims operations lead at Simply Business, discusses the firm’s joint entry with Sedgwick for the Commercial Lines Broker of the Year Award
Why did you want to enter the Commercial Lines Broker of the Year category?
Our award submission was focused on the claims journey at Simply Business and was a joint entry alongside our claims team at Sedgwick. With over 900,000 customers – and growing – it’s important for us to have a strategy and service that delivers for our customers when they need to make a claim.
Simply Business are a digital insurance broker with a tailored panel of expert insurers, across a range of different products. Covering over 1,200 trade types, we know just how important it is to get our customers – from builders and bakers, to residential landords – back up and running smoothly and quickly when the worst happens.
With an emphasis on simplicity – for both our people and customers – we’ve rolled out a number of innovative solutions to help our team deliver an exceptional claims service.
One of our key focuses was on allowing customers to manage and handle their claims in the way that’s most convenient to them – when they want and how they want.
Alongside this, we believe it’s crucial to have the tools and infrastructure in place to ensure we’re able to settle claims quickly and easily. This lets our customers get on with running their business or residential let property without worry or delay.
Claims play a crucial part in how we deliver value for our customers. Recognising this, that’s why we entered the Commercial Lines Broker of the Year category by leaning into the great work we’ve done in this area to support the success of our SME and landlord customers.
What do you think makes your entry stand out and why should you win the award?
We know the importance of delivering a first-class claims experience for our customers and partners and we’re proud of our strong results.
Since implementing a number of key initiatives, our results include:
- Over 70% of customers who claim are using at least one digital tool to help them
- Same day settlements have tripled in the last year
- 76% of customers have utilised the chatbot
- 79% of customers have used the Online Claims Tracker to monitor their claim
What would winning this award mean to you and your firm?
Winning this award would mean a lot to both our in-house team at Simply Business and the team at Sedgwick.
Our aim is always for fast, fair and supportive service – that ultimately gets our customers back on track and keeps fuss to a minimum. This award would be recognition of the great work that we’re doing to help our customers when they need us most.